// General //
Keren Elise Creative is a New Zealand owned and operated company, which means that you are always covered by New Zealand consumer law. This means we must comply with Consumer Guarantees Act 1993 and Fair Trading Act 1986 and we will always meet the obligations set out within these, and go above and beyond wherever we can.
We want you to be as happy as possible with your purchase. If you have any questions in mind before ordering and can't find the information on our product descriptions or FAQ section, please feel free to email email@example.com and we will endeavour to help answer your queries as best we can. And remember - there are no stupid questions. We're here to help!
// Wrong or Missing item //
While we do take care when processing your order, we are only human and occasionally we make mistakes. By that token, if you receive your order to find that it contains a wrong item or size, or something that should be there isn't, please get in touch with us as soon as possible so we can remedy the situation quickly and get the correct goods on their way to you.
// Faulty Items //
We do our very best to check over all items before packaging them to be sent, but on the off chance a fault is overlooked please contact firstname.lastname@example.org with a photograph and description of the fault in question so we can arrange a replacement for you at no extra cost.
In the event that the item in question is not a custom item we may require it to be sent back to us, so please do not discard it. We will always cover the cost of return shipping in this event. If the item you ordered is no longer available, you may choose a different item or store credit, but we are also equally happy to refund your money. We want you to shop here because you want to, not because you're forced to.
// Damaged Items //
If you receive your parcel to find that it has been damaged in transit, please contact us immediately. Please photograph both the damaged item(s) and the damage to the packaging so we can file a claim with our courier and get a replacement of all damaged goods out to you as soon as possible.
Should you receive a parcel that has damaged packaging but the goods inside are fine, we would still like to hear about it so we can either follow up with our nominated courier company or adjust our packaging to suit.
// Typos and Errors //
When you order a custom print you provide all information that will be displayed. We will make your print up according to the information you provide and then send you a proof to double check all colours, fonts, placement and information - including dates and spelling - are correct. Everyone makes mistakes occasionally, so if you notice there is something wrong when you receive your proof please speak up immediately. We will never send your order to print without your approval.
Once you have approved your design, the information printed is out of our hands. If you receive your order and then realise that you have provided us with incorrect information or overlooked a typo it is out of our hands unfortunately. If you get in touch with us we will try to work out a reasonable solution for you such as paying for the printing and courier again but not the initial design, but please keep in mind that we are not obligated to provide any remedy for this as the error lies with your acceptance of the proof.
// Change of Mind //
Unfortunately due to the nature of most of our products we cannot accept returns. Please make sure you make your purchases wisely. For exceptional circumstances, please email me at email@example.com and we can see if we can remedy it.
// RETURNS FOR CLOTHING //
To be eligible for a return, your item must be unused and unworn and in the same condition that you received it. It must also be in the original packaging, with tags.
WE DO NOT OFFER refund for change of mind. If you have chosen the wrong size, we can exchange as long as we have the required item in stock.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial or no refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
- Any item that is returned more than 30 days after delivery, unless agreed in writing by Keren Elise Creative.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We will replace items if they are defective or damaged and in most cases we will also offer an exchange if the sizing is wrong provided the item is in the same condition that you received it.
If you need to exchange your item, please send us an email at email@example.com and send your item to: Exchanges, 1168 River Road, Flagstaff, Hamilton, 3210.